Desktop Support Analyst

Ignata Group; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Ignata Group in London is seeking a capable IT support professional to help deliver a Walk-In Clinic service centre, focusing on user experience and productivity for internal customers. You will manage incidents, provide troubleshooting, and support asset lifecycle.

The role requires 2nd line support experience in business-critical environments, strong hardware/software skills, and knowledge of Active Directory and Exchange; Bloomberg knowledge desirable. Hybrid work 3 days in office.

Qualifications

• Experience in delivery in 2nd Line support role in business critical environments (e.g. Contact Centre) including users that work remotely ideally from within the financial services industry.
• Experience delivering customer-facing services in an IT function for a diverse range of users.
• Excellent technical hardware and software troubleshooting skills.
• Knowledge of Microsoft Active Directory, Microsoft Exchange and basic network issues.
• System build skills including desktop and laptops.
• Investment application knowledge e.g Bloomberg would be desirable but not essential.

Responsibilities

• Support the deployment and ongoing operation of a Walk-In Clinic service centre, ensuring a great user experience for customers and higher productivity for employees.
• Raise and manage incidents, ensuring timely, positive outcomes for internal customers.
• Provide fit-for-purpose communications and troubleshooting support based on incident severity.
• Ensure assets under PPF control are identified, tracked, and protected throughout their lifecycle.

Skills

2nd line support experience

Customer service focus

Troubleshooting skills

Remote work experience

Financial services industry knowledge

Tools

Active Directory

Microsoft Exchange

Bloomberg

Network fundamentals

Job description

London, hybrid working 3 days per week in the office

Responsibilities:

• Supporting the implementation of, and delivering, a ‘Walk-In Clinic’ service centre, focused on delivering a great user experience to our customers and improving employee productivity, collaboration and ultimately customer satisfaction through a walk up solution for the end users.
• Raising and managing incidents, ensuring that positive outcomes are delivered in a timely and effective manner for our internal customers.
• Ensure fit-for-purpose communications and troubleshooting support are in place, dependent on the severity of the incident.
• Ensure that assets under PPF control are identified, controlled and properly cared for throughout their lifecycle. Account for, manage and protect the integrity of configuration items through the service lifecycle

Requirements:

• Experience of delivery in 2nd Line support role in business critical environments (e.g. Contact Centre) including users that work remotely ideally from within the financial services industry
• Experience of delivering customer-facing services in an IT function for a diverse range of users
• Excellent technical hardware and software troubleshooting skills
• Knowledge of Microsoft Active Directory, Microsoft Exchange and basic network issues
• System build skills including desktop and laptops
• Investment application knowledge e.g Bloomberg would be desirable but not essential